The player from Germany tried to verify his account. He provided documents, but the casino has been ignoring his messages. We rejected the complaint because the player didn't respond to our messages and questions.
OXI Casino - Player's documents haven't been verified.
Amount: €500
OXI Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
The casino only sends its customers to verify themselves by email after they have requested a withdrawal. Personally, I didn't get a single email from the finance department. After sending the required data independently, I still didn't get an answer even after weeks. When I asked customer support, they didn't want to answer me about the status of my verification and said that they were happy to help me with other questions. After asking again after a few days, I got the answer from customer support that I should send the data to the finance department again, which is said to have repeatedly asked me to do so. I REPEAT: I NEVER RECEIVED A SINGLE EMAIL FROM THE FINANCIAL DEPARTMENT (not in the spam folder anywhere.) THEN THE LIVE CHAT TELLS ME TO SEND THE DATA NOXHMAL WITHOUT SPECIFYING WHICH DOCUMENTS WERE INCORRECT. Haven't been verified yet.
Automatic translation:
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2 years ago
Dear DNS,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your withdrawal has been delayed because the casino has not yet verified your documents? Could you please advise which documents you provided and when exactly?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Unfortunately, I didn't take screenshots of the chats with customer support. The department responsible for verification does not get in touch and does not tell you which documents were incorrect and should be submitted later. The customer support sends you the documents required by the casino, but does not clarify the status or which document should be submitted later. Not a single email comes from the finance department either, although they do get in touch with you, according to the casino. According to AGBS, the verification should only take 24 hours.
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2 years ago
Still, no answer from the Financial Department of oxi casino. Still no request for my maybe missing documents which i have already sent.
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2 years ago
Still no Help from the casino . Only telling me to sent my documents to them But Not answering about How i could take a Photo of a virtual visa.
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2 years ago
on my opinion they are trying to save Time or dont want to verificate so they dont have to payout
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2 years ago
Thank you for your reply, DNS. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
